A Study on the Application of Customer Experience Management in Military Social Welfare-Focused on the Cases of Samsung Card-
0
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
Military organizations are facing social changes such as the transition to recruitment and the influx of new generation soldiers, and it is time to change in response. For this change, this study intended to present the application of the military social welfare system of customer experience management as a way to attract and retain excellent human resources. This study examined the success cases of customer experience management of 'Samsung Card' which overcome the card crisis and financial crisis and leap to become a trustworthy company from customers through successful performance of customer experience management by applying case study technique. In the case of Samsung Card, we analyzed and systematized the three-step framework of customer experience management, and finally presented the direction of paradigm change of military social welfare applying customer experience management. This study is meaningful in that it applied management perspective to military welfare to complement the two studies, conducted research on actual cases that were insufficiently studied in prior studies of customer experience management. Additionally, in practical terms, it is significant in that it presented a timely direction for changing the military service system to adapt to the social changes of the issue and the influx of new generation soldiers into the military.
Abstract
Military organizations are facing social changes such as the transition to recruitment and the influx of new generation soldiers, and it is time to change in response. For this change, this study intended to present the application of the military social welfare system of customer experience management as a way to attract and retain excellent human resources. This study examined the success cases of customer experience management of 'Samsung Card' which overcome the card crisis and financial crisis and leap to become a trustworthy company from customers through successful performance of customer experience management by applying case study technique. In the case of Samsung Card, we analyzed and systematized the three-step framework of customer experience management, and finally presented the direction of paradigm change of military social welfare applying customer experience management. This study is meaningful in that it applied management perspective to military welfare to complement the two studies, conducted research on actual cases that were insufficiently studied in prior studies of customer experience management. Additionally, in practical terms, it is significant in that it presented a timely direction for changing the military service system to adapt to the social changes of the issue and the influx of new generation soldiers into the military.
참고문헌 (25)
- Bae. B. J., "Plans to Activate Military Social Welfare through Improvement of Military Medical Support System", Master, pp.2010
- Bell, J., "‘Born-again global’firms: An extension to the ‘born global’phenomenon", Journal of international management, 7(3), pp.173~189 (2001)
- Biswas. A., "Contextual effects of reference prices in retail advertisements", Journal of marketing, 55(3), pp.1~12 (1991)
- Cho. H. S., "Vision of Military Recovery, Korea Social Welfare Society", Korea Military Social Welfare Society 2006 Fall Conference (2006)
- Cho. H. Y., "a study on the size of the troops under the conscription and recruitment system of the unified Korea", Korean Data Science Journal, (28), pp.1,521~1,538 (2018)
- Fatma. S., "Antecedents and consequences of customer experience management-a literature review and research agenda", International Journal of Business and Commerce, 3(6) (2014)
- Garrett, J. J., "Customer loyalty and the elements of user experience", Design management review, 17(1), pp.35~39 (2006)
- Gentile, C., "How to sustain the customer experience : : An overview of experience components that co-create value with the customer", European management journal, 25(5), pp.395~410 (2007)
- Hwang. S. C., "the application of the integrated case management model to the military recovery practice", the Korean military social welfare, 6(2), pp.125~159 (2013)
- Im. Min. H., "Exploring the Possibility of the Korean Military Recruitment System : A Study on the Dynamic SWOT Analysis of the Cases of the Transition of Military Service Systems Overseas", 73, pp.31~70 (2018)
- Jang. J. K., "Legal Grounds and Institutionalization of Military Recovery Branch", Korean Military Social Welfare, 9(2), pp.25~53 (2016)
- Kim. H. J., "Customer Experience Management(CEM)with Service Experience Survey : Focusing on the case of gas science museum exhibition service", the Korean Business Association Journal, 30(7), pp.1247~ (2017)
- Kim. H. Y., "Critical Review of Leadership and IS Flowership of CRM Strategy", Internet e-commerce Research, 15(1), pp.257~271 (2015)
- Klink. R. R., "Designing a customer experience management course", Journal of Marketing Education, 42(2), pp.157~169 (2020)
- Kumar. V., "Customer relationship management", pp.7~ (2010), Wiley international encyclopedia of marketing
- Lee. D. H., "A Study on the Possibility of the Korean Military ServiceSystem to Military Recruitment: Focusing on Cost Analysis", Korean Innovative Society, 1, pp.75~101 (2017)
- Lee. I. S., "Study on the Establishment of Social Welfare Center for the Institutionalization of Military Recovery Area", Ph.D, pp.2015
- A Study on the Effect of the Recruitment of Military Recruitment on the National Defense Budget and Social Costs: Model Theory and Empirical Analysis, "Lee. S. M.", 187~218, pp.Regulatory Research No. 26 (2017)
- Lim. H. T., "90 Years of Birth Comes" (2018), Whale Books
- Lloyd, A. E., "Interaction behaviors leading to comfort in the service encounter", Journal of Services marketing (2011)
- Park. J. E., "Critical Study on CRM", CRM Study, 2(1), pp.1~12 (2009)
- Pine. B. J., "The experience economy: work is theatre & every business a stage" (1999), Harvard Business Press
- Schmitt. B., "Experiential marketing", Journal of marketing management, 15(1-3), pp.53~67 (1999)
- Sheth. J. N., "Customer behavior: Consumer behavior and beyond" (1999), South Western Educational Publishing
- Solomon. M. R., "Customer behavior: Buying, having, and being" (1999), Prenticec Hall